End User Computing Specialist Associate

Job Summary

Health Information Technology & Services (HITS) is seeking an End User Computing Specialist to join our Customer Service team. You will provide phone, chat, and walk‑up support and assist the Michigan Medicine community with technology solutions that help them perform at their best. You will deliver service that is simple, correct, and direct, with empathy, efficiency, and pride.

HITS plays an integral role in the success of Michigan Medicine by providing clinicians, researchers, students, and staff with exceptional IT products, services and support. The HITS Customer Service team receives approximately 200k customer contacts each year via phone, chat at our Service Desk, and walk‑up at our Help Me Now locations. We are the first line of contact for IT services at Michigan Medicine.

Customer‑focused, efficient, adept at identifying customer needs and possessing basic technical knowledge. Excellent communicator, quick learner, and a proven team player. Flexible and motivated to improve the team and the organization, with a strong sense of the value of your work in serving the mission of Michigan Medicine.

• Power the HITS Service Desk and Help Me Now locations, providing first‑line troubleshooting and triage for Michigan Medicine technologies.
• Educate end‑users, faculty, and staff on IT tools across Michigan Medicine.
• Provide accurate and efficient clinical support processes, including chart documentation, order/lab results entry, chart correction, and In Basket management.
• Collaborate with next‑level MiChart support groups to improve patient care and processes.
• Support MiChart Epic go‑lives and educate staff on departmental workflow changes.
• Triage and resolve customer requests for access, standard changes, or other general IT needs.
• Document all steps taken in troubleshooting within a ticketing system, following good incident management practices.
• Triage and resolve queued calls via an automated call distribution system.
• Triage and resolve critical classroom support, online incidents, and requests via the Michigan Medicine Help Center or IM/chat.
• Build relationships, establish trust, and solve problems for end‑users using active, empathetic listening.
• Collaborate with IT professionals campus‑wide to master new workflows and technologies.
• Review and update knowledge content to ensure accurate and relevant information.
• Participate in team in‑services, skills development sessions, feedback meetings, and special projects.
• Perform other duties as assigned.

• 1–2 years of direct customer support, preferably in an academic or healthcare setting.

• Additional certifications or education related to IT services or problem‑solving (e.g., Epic/MiChart applications, A+, Network+, Security+, ITIL/ITSM v3 Foundations, Lean Thinking/Toyota Production System, Agile).
• Knowledge of UM policies, procedures, and tools.
• Associate’s degree in a related field or equivalent combination of education, certification, and experience.
• Excellent communication skills via in‑person engagements, phone, email, and IM/chat.

• Experience with electronic medical records such as Epic/MiChart.
• Proficient with medical terminology.
• Familiar with ambulatory or inpatient settings.
• Proficiency with common device setups (Windows, Mac, iOS, Android) and peripherals.
• Strong familiarity with enterprise productivity software (Microsoft Office, Google Tools).
• Troubleshooting skill with storage solutions such as network file shares (NAS) and cloud applications (Dropbox, One Drive, Google Drive).
• Experience with Zoom and Canvas.
• Other general technology skills, such as wireless and wired networks, security tools, printing, messaging apps.

We offer a comprehensive benefits package that includes training and career development opportunities, generous retirement savings plans, paid time off, and family care support: (Use the "Apply for this Job" box below)./benefits

Michigan Medicine conducts background screening and pre‑employment drug testing on selected candidates. Screening complies with the Fair Credit Reporting Act. Pre‑employment drug testing applies to all selected candidates.

Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. The opening may be removed from posting boards and filled any time after the minimum posting period has ended.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.